Assistant Manager, Front Office

The Assistant Manager, Front Office, is responsible for managing the front desk staff and providing exceptional guest experiences in The Mark Hotel, the Upper East Side's premier luxury hotel.

1. The ability to display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
2. The ability to welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures.
3. The ability to handle a multitude of keys.
4. The ability to quote and be familiar with room and rate availability for current and future dates.
5. The ability to accept reservations, changes and cancelations in the absence of reservations staff.
6. The ability to select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested.
7. The ability to work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest requests.
8. The ability to handle guest problems or complaints.
9. The ability to utilize the computer system in running daily reports and in blocking special requests.
10. The ability to keep all support departments informed of necessary information or requests.
11. The ability to handle safety deposit box requests; including distributing, giving access to and closing procedures.
12. The ability to complete key packets and vouchers, and to modify registration cards.
13. The ability to check guests out of the hotel in accordance with procedures; make change, cash checks, exchange foreign currency, and post charges to guest accounts.
14. The ability to maintain a balanced bank assigned to you from the hotel.
15. The ability to reconcile all transactions at the close of the shift and to cash out.
16. The ability to understand the tasks performed by a telephone operator, a reservation agent, a concierge and a housekeeper.

1. Reading, writing and oral proficiency in the English language.
2. 2 years hotel management experience, preferably in a luxury hotel.
3. Experience with computers.
4. Superior customer service, communication and presentation skills.
5. Previous experience interacting with an upscale clientele.
6. Second Language desirable
7. OPERA exp. preferred